Returns & Refunds

For existing original paintings bought online, you have 14 days from delivery to let me know if you’ve changed your mind and would like to cancel your purchase.

This change-of-mind policy applies to existing original paintings. Commissioned paintings have a separate policy below. Nothing in this policy limits your statutory rights, including your rights if an artwork is faulty or not as described.

Timing

Cancellation notice: within 14 days of delivery.
Return dispatch: within 14 days after you notify me of your cancellation.
Refund: within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
Bank or payment provider may then take up to a month to process the refund, but this is out of my control.

How to Return Your Painting

Please email harriet@harrietlawlessartist.com within 14 days of delivery to tell me you wish to cancel. Include your order number if available. I’ll provide the return address and practical return instructions. UK returns go to a London return address; Australian returns go to a NSW return address. For other countries, I’ll provide the appropriate return address.

Return requests must be made within 14 days of delivery. The artwork and all accompanying items must be returned by you within 14 days of return instructions being sent.

Refunds are processed once the artwork has been received and inspected, typically within 14 days.

Artwork must be returned in its original condition, in the original frame, using the original or equivalent protective packaging.

Original condition means the artwork and frame has not been altered, restored, or damaged, and are present in a resalable condition.

The return must include all accompanying items included in the Story & Care Package. Partial returns are not accepted and will not be eligible for a refund. This includes the story book, sketches, hanging kit, and any additional included materials.

Returns are at your own expense and risk, so please pack carefully and use a tracked service. Returns remain your responsibility until they are received and confirmed in acceptable condition.

If the artwork and/or frame return arrives back damaged due to inadequate return packaging or handling in transit, the refund may be reduced to reflect the loss in value or, in cases where the artwork is no longer in a resalable condition, a refund may not be possible.

Once I’ve received the returned artwork in good condition, I’ll issue a full refund to your original payment method, typically 14 days. The bank or payment provider will then process things on their end, and I have no control over their timings.

Loss or Damage Guarantee While In Transit To You

If your painting is lost while in transit to you or is delivered to you already damaged, it is my responsibility to refund, repair or replace.
Please email me within 1 day of receiving your order at harriet@harrietlawlessartist.com, including:

Photos of the damaged artwork and packaging
Your order number and any relevant details

I’ll arrange a refund, repair, or replacement.

Commissions

Commissioned paintings are created especially for you and are therefore not eligible for change-of-mind returns.

Throughout the commission process, you will be closely involved in developing your painting. I will share preliminary sketches and painting studies with you before beginning the final artwork, followed by progress photographs as the painting develops.

Once your painting is complete, I will send you final photographs for your approval before it is varnished and framed. The final 50% payment is due once you have approved the finished painting.

Your statutory rights are not affected. If your painting arrives damaged, faulty or not as described, please contact me and I will put it right.

Artwork Instalment Plans

For original artworks over £3,000, I offer the option to pay in monthly instalments (typically over 6 months), with no interest or additional fees.

The artwork is reserved and removed from sale during the payment period.

The artwork is framed and then shipped once the final instalment has been paid.

There are no fees or interest, and you may cancel at any time before final payment.

If you choose to cancel your plan:

All payments made will be refunded minus a 10% retention fee to cover reservation and admin costs.
If the artwork is resold sooner, a larger refund may be possible.
Refunds will be processed within 30 days of cancellation.
If an instalment payment is more than 14 days late:
The plan will be considered cancelled.
The artwork will be returned to public sale.
A refund (minus the retention fee) will be processed as above.

Please note: Instalment plans are offered on a goodwill basis. I reserve the right to decline or limit instalment availability at any time.

Customs Taxes and Import Duties

Please be aware that local taxes, customs fees, or import duties may apply and are not included in the price. These charges are the responsibility of the customer.

These are non-refundable if you choose to return your artwork.

What to Do If Your Order Is Delayed

If your order is delayed, please check the tracking information for updates. I monitor shipments closely and will contact couriers if there are delays at customs or other issues I can help with. However, many delays are outside our control and sometimes the best option is to wait patiently.

Can I Change the Delivery Address After Ordering?

If you need to change your delivery address after placing your order, please contact me immediately. I will try to accommodate your request but I cannot guarantee changes if the order has already been processed or shipped.

If a change isn’t possible, you will need to collect your painting from the original delivery address. Refunds will not be provided in these cases.

What Happens If I Refuse Delivery?

Refusing delivery does not automatically return the package to me. In some cases, the parcel may be destroyed. Customers are responsible for refused deliveries and I am unable to offer refunds if the package is refused.